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#499 *Read This* Before Reporting an Error, Playback Issue or Including a Log from...

Posted by macman104 on 09 September 2013 - 09:56 PM

If you are experiencing an error or playback issue, please submit a support ticket:

  1. The preferred method is to use InMethod's established support ticket tracking service to submit a support ticket.  You can go to InMethod's support website, or go directly to their support ticket submission page.  If you create an account, you'll be able to track and see the status of any tickets you have submitted.  You can also upload files during your ticket submission, whether they are screen shots, server logs, etc.  If you feel the issue you are experiencing is truly an error in the program, please use this method.
  2. You can also post issues to the forums here, which is in general, more suited for troubleshooting.  Additionally, we ask that you not attach server logs to the forums which are usually required for solving server or app issues.  If you feel the inclusion of logs are important, please instead use the support ticket process.

In either case, please take some time to search the forums prior to posting a new topic to make sure an answer to your problem hasn't already been posted.


If you experience a playback issue with a file:

Sometimes a file that you have on your server does not play properly.  If it turns out that this is due to an inability to convert the file or transcode it properly for streaming to your device, you can follow the directions on InMethod's support page for Uploading Sample Files.  If you have submitted a support ticket, make sure you indicate the name of the file that you are uploading.  If you are asked by the developer on the forums to upload the file, ensure that you respond to the forum post with the file name you are uploading.


If you upload a sample file, please either create a bug report, forum post or email us about the issue. We get some sample files that play without any problems so we need some context about what doesn't work for you.


Providing Server Logs to the Developer:

Server logs can be critical in helping diagnose various connection or playback issues.  However, they may contain sensitive information such as IP address, server pins, or other personal device info.  

Therefore, DO NOT POST server logs to the forums here.  Logs posted to the forums will be removed (or text removed from the forum post itself).

If your problem requires the inclusion of server logs, then please instead go through the support ticket process (Option #1 above).  If the developer responds to your forum post requesting the server logs, please email them to support (at) inmethod.com and include a link to the forum post in your email.


To prepare an archive of the server logs:

  1. Launch the Server preferences window
  2. Select "Create Archive From Logs"AirVideoHD Server Preference Window.jpg
  3. This will zip all the logs into an archive and then open a window explorer (or finder for Mac users), it will be a zip file named starting with "AirVideoServerHDLogs"AirVideoHD Server Logs.jpg
  4. You can then attach this file to either a support ticket or email them to the support address above.

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#5819 Air Video Server HD for Linux

Posted by admin on 06 December 2014 - 03:22 PM



I'm happy to announce that our first version of Air Video Server HD for Linux is available for download.

It has mostly been tested on Ubuntu 14.04.1, but unless we messed something up any recent 64-bit distribution should do.

The server distribution is self-contained. The only dependency is VLC 2.1 or 2.2, which is required for its decoders (by default expected in /usr/lib, can be configured in properties file).


Note: Beta 3 was built on Centos 6.6 so it should be possible to run it on older distributions.



  1. Unpack the archive anywhere you want
  2. Edit server.properties and add folders to share
  3. Run start.sh

#255 Rebuilding thumbnail cache

Posted by admin on 04 September 2013 - 02:16 AM

If you need to rebuild thumbnail cache for some reason you need to delete the MediaInfo.db file in AirVideoServerHD configuration folder.



Since Server 2.1.0-beta2 the visiting the following URL (on the computer running Air Video Server HD) should clear thumbnail cache




For older server version:




1. Open  (Applications / Utilities / Terminal)


2. Copy the following command and paste it to Terminal


rm ~/Library/Application\ Support/AirVideoServerHD/Data/MediaInfo.db




1. Open Command Line (Start -> Search for or Run cmd.exe)


2. Copy the following command and paste it to cmd.exe (text can be pasted to cmd.exe by right-clicking in the window)


del %LOCALAPPDATA%\AirVideoServerHD\Data\MediaInfo.db

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#780 Missing Codecs

Posted by admin on 21 September 2013 - 12:46 AM

Air Video HD uses system codecs to decode your videos. If you get missing codec error, it most likely means that the particular decoder is not present on your computer. In most cases, doing the following will resolve the situation:


On Windows


Either install VLC 2.1 (64bit version for 64bit server) or additional DirectShow filters.


On Mac OS X


Either install VLC 2.1 or Perian. VLC is preferred as Perian is no longer maintained.

  • Tequila1pr, AnthonyFiz, qzzyyynpmlh and 12 others like this

#5960 Hardware Accelerated Transcoding

Posted by admin on 13 December 2014 - 10:45 PM

Starting with Air Video Server HD 2.1.0 hardware accelerated transcoding through QuickSync is supported. For now it is disabled by default and needs to be enabled in Air Video Server HD Settings




Mac OS X


H.264 hardware decoding and encoding is supported on models with dedicated video encoder - these are models which also supports AirPlay Mirroring.


There is one caveat - only one transcoding session can be hardware accelerated, so if you transcode multiple streams (or another software is using the hardware) Air Video Server HD will fallback to software transcoding.




The computer must have Intel Core CPU with Intel HD Graphics 2000 or newer. That means 2nd generation, 3rd generation, 4th generation and 5th generation Intel Core CPUs are supported. 


You can check if your CPU supports QuickSync here




Windows with integrated (Intel HD) GPU only


Accelerated transcoding on computers that only have integrated Intel HD GPU (HD2000 or newer) and no external GPU should work without any complications. Make sure that you have latest Intel drivers installed.


Windows with both integrated (Intel HD) and external (ATI/nVidia) GPU 


Here the situation is bit more complicated. In order for this to work, you need Intel HD4000 or newer and be running Windows 8 or newer.


1. Make sure that Integrated GPU is enabled in your PC BIOS setup


Check your BIOS Setup manual for instructions on how to do this. 

After this has been successfully done, you should see both the Integrated and External GPU in your Device Manager.




2. Install latest Intel Drivers


The drivers can be obtained here.


3. Windows 8.0 seems to require "fake" display for the Intel GPU


3.1 Go to Screen Resolution


Right click on your desktop and chose "Screen Resolution"




Click the "Detect" button




Selected detected display for Intel HD graphics and select "Try to select anyway on: VGA"




Click on "Apply"




Extend displays: Chose your main display, for Multiple Displays select "Extend these displays" and click on "Apply". 



  • truddyFresy, Danielmn, Josephhink and 7 others like this

#10295 Missing Codecs

Posted by bhummel99 on 16 August 2017 - 02:43 PM

The original recommendations to fix the missing CODECS problems don't work.


I am running latest AirVideo HD 64-bit on Windows 7.  I am running VLC 2.1 64-bit.  And I tried installing  ffdshow.  Neither one had the H.265 Codec.


I can go out and find more codecs.  My only question is what folder do I put them into?




  • NatrickSa, ZoshuapabE, chrystalpq69 and 6 others like this

#884 ExternalEncoder.exe error

Posted by e.s on 23 September 2013 - 05:24 PM

Hi, before I start I would like to say this new product is a great evolution from standard AV.


Anyway, I have AV HD installed and it works fine as far as I can tell :)  however, upon shutting down my pc I keep getting this error.


Application popup: ExternalEncoder.exe - Application Error : The application was unable to start correctly (0xc0000142). Click OK to close the application.


Any idea why this popup error happens when I shutdown the pc ?


I have AV HD set to "start at login".






I posted a ticket with stack dump attached.

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#9632 Can't connect externally!!!

Posted by pjft on 29 October 2016 - 04:11 PM

I've been very happy with Air Video for years now and used to have no problems connecting externally to watch my content. Now however I am not able to connect externally whatever I try.


I'm pretty sure the server is accessible externally because if I try to connect in Safari on my iPhone using my home ip address and the Air Video HD port I get a response message showing the version of Air Video Server HD and ServerId followed by a long string of characters


However when using the Air Video HD app on my iPhone I just get an error message. When connecting via the server that is automatically recognised from being on my home wifi the message says "Error occured wile resolving server address. Host not found: s0.coremediacenter.com" And if I create a manually configured server by inputting the ip address I get an error message which says "The internet connection appears to be offline." Lastly if I try a manual connection using my server PIN I get an error message which says "Error occured wile resolving server PIN. Host not found: s0.coremediacenter.com"


Has anyone had the same problem? Anyone know how to fix it?

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#7581 Feature Request: File Management from App please!

Posted by Philipp on 27 September 2015 - 11:49 PM

Hey guys,

Will you please support file management from the app please? Let us move files to folders and delete files after watching them. Make it a setting if you're concerned about people about accidentally deleting videos.

I'd even go one step further and offer deletion after the video has played as an option. "Would you like to delete this file from your server?" With a yes/no choice. This would be specifically nice for the AppleTV interface.

If you have a lot of videos that automatically download it's a bit cumbersome to have to go back to the server manually constantly to keep deleting old videos files to clutter the interface.


  • truddyFresy, Agrikpen, NatrickSa and 4 others like this

#7315 I have to restart Air Video Server all the time

Posted by neonskij on 13 July 2015 - 06:41 PM



I'm running the latest version of AVC and after I got a new router (ASUS RT-N66U) I have to restart the server all the time in order for it to work.

I usually play videos on my ipad and it says unable to access the server after a while - I go to the computer and restart the server and voila! It works for a few hours.

Just set my local IP's to static and will see if that helps. I know it's probably a router issue but I cant figure out what it could be.


Any ideas ?



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#10337 Open Source

Posted by omf on 22 September 2017 - 04:18 PM

Back in July of 2016, the possibility of making the Air Video server open source was mentioned (http://forums.inmeth...ge-3#entry9315)


Has any more thought been put into this?  It might provide the project with a significant shot-in-the-arm.



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#10354 server only accessible for a few minutes

Posted by speedwayblue@gmail.com on 17 October 2017 - 04:37 PM

I am having a problem with the server only being accessible over the internet for a few minutes, and then it can no longer be reached until I reboot computer or sometimes I only have to stop the server and restart it. 


I tried to access the support portal but it is not working. Is this temporary or has support stopped for the product?


We used the older AV for many years with very few problems but with the recent iOS update, we had to upgrade to AV HD and it only worked well for a few days. 


Most of the Forum post are quite old. Should I be giving up on Air video and finding another solution for streaming video? 

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#10327 Air Video can't find my server locally anymore, only remotely though on t...

Posted by Chriscic on 17 September 2017 - 03:08 AM

Not sure exactly when this became a problem, but it's been happening at least the last couple of months. I think it started when I switched my router to a TP-LINK Archer C7.


Sometimes it will say PC available locally at first, but then will switch to saying available remotely or even not available at all.  I can usually manage to connect but it's slow, get resolving connection messages, etc.


Are there some router settings that would fix this?  Or maybe totally unrelated to the router?


Any thoughts greatly appreciated. 

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#10293 How do I move AirVideo HD from one PC to another?

Posted by bhummel99 on 15 August 2017 - 03:07 PM

I just bought a very fast Core i7 computer to use as my new AirVideo HD Server running Windows 7 Pro.   Unfortunately, the new PC won't boot up on the old Drive C that had Windows 7 Pro and AirVideo HD.


If I have to install the new server on a fresh copy of Windows 7, how do I retain all of my settings from the old installation of AirVideo HD that was running on an Intel CoreDuo?   I have a lot of User accounts setup and I do not want to have to key them all back in.


Thank you for your assistance.

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